Shipping policy
Shipping Policy
Last updated: October 3, 2026
1. Purpose
This Shipping Policy explains how Wilson E-Bikes ("we," "us," or "our") processes and ships orders placed on wilsonebikes.com (the "Site"). By placing an order on the Site, you agree to the terms below.
2. Order Processing Time
2.1 Processing Window
In-stock orders are typically processed within 1 to 3 business days after payment is confirmed.
Orders placed on weekends or holidays will begin processing on the next business day.
Orders are shipped only on business days. We do not process or ship orders on weekends or public holidays.
2.2 Order Changes and Cancellations
If you need to edit or cancel an order, please contact us as soon as possible at info@wilsonebikes.com.
Once an order has shipped, or once a shipping label has been created and freight pickup has been scheduled, we may not be able to make changes.
3. Shipping and Delivery Time
3.1 Typical Delivery Estimate
Typical delivery time is 3 to 7 business days.
Delivery time estimates are not guaranteed. Remote areas, severe weather, carrier capacity, battery or hazardous materials handling requirements, and holiday periods may extend transit times.
4. Shipping Costs
4.1 Free Shipping to the Contiguous United States
Standard shipping is free on every order delivered to the contiguous United States (the lower 48 states and Washington, D.C.). The shipping cost shown at checkout for these addresses is $0.
4.2 Alaska, Hawaii and U.S. Territories
We don’t currently ship to Alaska, Hawaii, Puerto Rico or other U.S. territories, or to PO Box, APO and FPO addresses.
4.3 Pick Up in Store
You can also choose free pickup at any of our six shops in New York and California at checkout.
4.4 Additional Fees That May Apply
Additional fees may apply in the following situations:
- Address correction or redelivery fees charged by the carrier
- Storage or holding fees if a freight delivery cannot be completed due to customer unavailability
- Return-to-sender fees if a shipment is undeliverable
If additional fees are caused by an incorrect address provided by the customer or a missed delivery appointment, the customer is responsible for those charges.
5. Tracking Information
5.1 Tracking Updates
When your order ships, you will receive an email with tracking information sent to the email address used at checkout.
5.2 Tracking Delays
Tracking information may take 24 to 48 hours to update after a shipping label is created or after the carrier picks up the shipment.
6. Incorrect or Incomplete Address
6.1 Customer Responsibility
Customers are responsible for providing a complete and accurate shipping address, including any apartment or unit number, gate code, and a valid phone number, especially for freight deliveries.
6.2 If the Carrier Returns or Corrects the Package
If the carrier returns a package to us due to an incorrect or incomplete address, refusal, or failed delivery attempts, the customer may be responsible for:
- Original shipping charges
- Return shipping charges
- Reshipping charges
- Address correction fees charged by the carrier
7. Delayed or Lost Shipments
7.1 Delays
Shipping delays may occur due to weather, carrier operations, high-volume periods, customs inspections, or battery or hazardous materials handling requirements. If your tracking shows no movement for 5 business days, please contact us and we will assist.
7.2 Lost Shipments
A shipment may be considered potentially lost if there is no tracking update or no carrier status update for 15 business days after dispatch.
If a shipment is confirmed lost, we will work with the carrier to file a claim. Subject to the carrier's investigation and claim outcome, resolution may include a replacement shipment or a refund at our discretion.
7.3 Stolen Packages
If tracking shows "Delivered" but you cannot locate the package, please:
- Check around the delivery location and with neighbors or building staff
- File a report with the carrier
- Contact us within 48 hours of the "Delivered" scan
We will support the investigation, but we cannot guarantee a replacement or refund for packages confirmed as delivered by the carrier.
8. Shipping Restrictions
8.1 Regions Served
We currently ship to the following locations:
- United States (lower 48 states): Yes, free standard shipping
- Alaska and Hawaii: No
- Puerto Rico and other U.S. territories: No
- PO Boxes, APO, and FPO addresses: No
- Canada: No
- Other international destinations: No
8.2 Battery and Carrier Restrictions
Products containing lithium batteries may be subject to carrier restrictions and may not be eligible for expedited shipping or air transport.
8.3 Remote or Limited-Access Areas
Some remote locations may require extended delivery times or additional fees. If an additional fee applies, we will contact you before shipment.
8.4 New York City Addresses
To comply with New York City law, we do not sell or ship to New York City addresses any stand-up electric scooter weighing more than 100 pounds or capable of speeds exceeding 20 mph; any electric bicycle with a motor of 750 watts or more, or able to provide motor assistance at 25 mph or more; or any e-bike, e-scooter or lithium-ion battery that has not been certified by an accredited testing laboratory to the applicable UL standard (UL 2849 for e-bikes, UL 2272 for e-scooters, UL 2271 for batteries), as required by NYC Local Law 39. Ask any Wilson’s shop about availability.
9. Delivery Requirements and Inspection
9.1 Signature Requirement
A signature may be required for high-value items. If required, this will be noted at checkout or in your shipment confirmation.
9.2 Inspect on Arrival
For oversized or freight deliveries, please inspect the outer packaging upon delivery and note any visible damage on the delivery receipt before signing.
9.3 Damage or Missing Parts Claims Window
If your item arrives damaged or with missing parts, please contact us within 48 hours of delivery and include:
- Your order number
- Photos or video of the packaging and product condition
- A description of the issue
Claims reported outside this window may be more difficult to resolve with the carrier.